Over the past few weeks, we have seen the live events landscape face rapid changes and unprecedented challenges. During this time, we have listened closely to your questions and concerns about events, refunds and more. Now, we have updates for you. Event organizers are making more events available for refund – and some have new credit options too.
While the best source of up-to-date information is in your Ticketmaster account, we have also gathered a comprehensive list of answers to the questions you might have about canceled, rescheduled and postponed events below.
Thank you for the continued feedback. We look forward to the safe return of live events.
These FAQs are subject to the Terms applicable to all COVID-19 impacted events, and are provided for your convenience and in anticipation of questions consumers may have. Your request for a refund or credit are governed by the Terms, which you should read carefully before choosing any refund or credit option.
What You Need to Know About Your Event Status
What does it mean if my event is postponed?
If an event has been postponed, it means the event organizer is still working to determine whether the event will be rescheduled or canceled; in the meantime, your tickets are still valid. When the event organizer cancels or reschedules the event, we’ll follow up with an additional email letting you know the new status and whether the event organizer is offering options for refunds or the alternatives of a refund or credit. In some instances, event organizers may offer you the ability to choose between a refund or a credit for postponed events even before they know if they are able to reschedule the event. If that is the case, the email you receive will inform you of those options.
What does it mean if my event is rescheduled?
If an event is rescheduled, your tickets are still valid for the new date and no further action is required. If you can’t make the new date, in many cases event organizers will provide you the option to request a refund, or they may be offering you the option to choose a refund or a credit. We will send you a notification email as soon as the event organizer updates the status of the event. The email will also specify the timeframe the event organizer is making refund and/or credit options available; either 30 days from when you received your notification email or up until two weeks prior to the rescheduled date.
What does it mean if my event is canceled?
If an event is canceled, it means that there is no rescheduled date for your event. We will automatically refund your ticket order amount (except UPS fees) to the method of payment used for purchase in as soon as 30 days. In some cases, event organizers may also give you the option to choose a credit.
Where can I find the status of my event and tickets?
As soon as event organizers change the status of an event, we will send you an email notification. For the most up-to-date information regarding schedule changes and relevant credit and refund options, please sign into your account, then select your event. You can also find a comprehensive list of events with status and scheduling changes on our Event Status Update page. If you still have questions, please contact Fan Support for more information.
My event has been canceled or rescheduled, but I did not receive a notification. What do I do?
If you cannot locate your notification email, you can also find a comprehensive list of events with status and scheduling changes on our Event Status Update page, or check your account. If you still have questions, please contact Fan Support for more information.
The Details on Your Event Options
What are my options if my event has been postponed, rescheduled or canceled?
In many cases, event organizers will provide you with the option to request either a refund or a credit toward a future event. Please note that if your event is canceled, you do not have to request a refund as it will be processed automatically in as soon as 30 days.
What are credits and how do they work?
Event organizers may provide the option to request a credit for postponed, rescheduled or canceled events. Credits may be applied towards the purchase of eligible event tickets at the same venue after July 15, 2020. The credit will expire on October 31, 2022. The event organizer will determine which future events and venues are eligible and the amount of the credit. The amount of the credit will always include at least 100% of the price of the original ticket(s) (plus fees and taxes). The amount of the credit will not include any additional add-ons or upgrades (such as parking), which will be refunded to your original method of payment used at time of purchase. Please see the Terms for more details.
Figuring Out Your Order Eligibility
How do I know if my order is eligible for refunds and/or credits?
As soon as an event organizer changes the status of an event, you’ll receive an email notification that includes the options available to you. The most current information can also be accessed in your account.
I received a ticket via ticket transfer, can I get a refund or credit?
If the tickets were transferred to you, you’ll need to transfer them back to the original purchaser in order for them to take advantage of the options provided.
I transferred a ticket, can I get a refund or credit?
To be eligible for credits or refunds, you must have purchased your tickets through Ticketmaster and the tickets must be transferred back to your Ticketmaster account to take advantage of the options provided.
I purchased tickets to an event through a secondary or resale website. What are my options?
If you purchased a verified resale ticket on Ticketmaster and your event is postponed, rescheduled or canceled, you will receive a notification email regarding the refund and credit options available to you. You can learn more here. If you purchased a ticket anywhere else, you will need to reach out to your original point of purchase for your refund and/or credit options.
I purchased tickets to an event at the box office. What are my options?
If you purchased tickets to an event that has been canceled at the venue’s box office, you will have the ability to choose your refund options in person 30 days from when the box office reopens. Options may vary for rescheduled events and you will need to contact the box office where you purchased your tickets for more details. For the latest box office information, search for the venue on Ticketmaster.com and select Venue Info.
Will I get a refund or credit for add-ons or upsells that I bought with my tickets? (e.g. VIP Club, Lawn Chair, Parking, Fastlane, etc.)
Understanding Refunds and Credits
How does the refund process work?
When your event is eligible for a refund, you will receive a notification email which will include a link to your Ticketmaster account where you can complete your refund request. For canceled events, your refund will be processed automatically in as soon as 30 days. For rescheduled and postponed events, check your account to initiate a request.
Please Note: All requests are final and cannot be changed once initiated.
How does the credit process work?
When your event is eligible for a credit, you will receive a notification email and you can submit a request in your account. We’ll review and send a follow-up email with all the information you’ll need to redeem the code for eligible event tickets at the same venue. In some instances, your ticket may not be eligible for a credit. Please see the Terms for more details.
Credits may be applied towards the purchase of tickets for eligible events at the same venue after July 15, 2020. The credit will expire on October 31, 2022.
Please Note: All requests are final and cannot be changed once initiated.
How is my credit offer determined?
The event organizer determines if a credit will be offered and determines the amount of any potential promotional amount (e.g. 120% of original ticket purchase price).
Can I get a partial refund or split my options between a refund and credit?
No, your selection applies to your entire order and cannot be split between refund and credit.
How long does it take to get my refund after I’ve submitted my request?
Refunds will be processed in as soon as 30 days after you submit your request.
I requested to receive credit. What happens next?
Once you’ve requested to receive credit and we’ve verified your order is eligible for credit, we’ll send you a credit code you can apply towards the purchase of eligible event tickets at the same venue redeemable for events after July 15, 2020.
Please Note: Credits will expire October 31, 2022.
What can I apply my credit to?